Associate WFM Manager - BPO

Strategic Workforce Planning:

• Develop and execute workforce management strategies to ensure call center staffing aligns with forecasted demand and business objectives.
• Analyze historical data, trends, and real-time metrics to create accurate forecasts and staffing plans.
• Partner with BPO vendors to manage staffing capacity and ensure adherence to SLAs.

Vendor Management:

• Act as the primary liaison between the organization and BPO vendors for all WFM-related activities.
• Monitor vendor compliance with contractual obligations, including staffing, scheduling, and reporting requirements.
• Address escalations and resolve operational challenges in collaboration with vendor leadership.

Operational Oversight:

• Oversee scheduling, forecasting, and real-time adjustments to maximize efficiency and customer satisfaction.
• Manage intraday performance to maintain service levels, adjusting resources as necessary to meet demand fluctuations.
• Develop processes and protocols to optimize agent utilization and minimize downtime.

Data Analysis and Reporting:

• Generate and review WFM reports, including adherence, shrinkage, occupancy, and forecast accuracy metrics.
• Provide actionable insights and recommendations to improve operational performance.
• Ensure timely and accurate reporting to internal stakeholders and BPO partners.

Continuous Improvement:

• Identify opportunities to enhance WFM tools, processes, and methodologies.
• Stay updated on industry best practices and implement innovations to improve efficiency.
• Conduct regular reviews with vendors to evaluate performance and identify improvement areas.

Requirements:

• 5+ years of experience in WFM, with complete background in Real Time, Scheduling, Forecasting, Capacity Planning, and handling groups of analyst
• Knowledge in Contact Center Methodologies with specialization in creating SLA and KPI reports
• Can formulate/implement strategies to improve call handling capabilities
• With Strong background in CMS Avaya
• Can create basic call center automation (CMS Scripts, VBA, Macro, Task Scheduler)
• Able to organize, review meetings to identify improvement opportunity and track till closure
• Good communication skills and can work well with senior leaders and clients
• Excellent analytical skills